Why, in a healthcare blog, would I select this topic? It is my firm belief that treating people with respect and dignity, regardless of the situation, leads to a more harmonious environment. Chip Huth, one of the two authors interviewed by WDUQ, commented that the he believes that the Kansas City police force’s policy of holding meetings that allow community members to express their points of view and to feel understood may open them up to understanding the police point of view. He went on to say that “after a SWAT raid…when the situation is secure, his teams sit down with the suspects and explain the terms of the search warrant, answer questions, advise of rights, etc.” Convicted felons heading off to jail have told him how much they respect the way his team treated their families.

So, read between the lines. It’s not any different from healthcare work when it comes to “Treating People With Respect and Dignity.” It is what it is, and that care and treatment must transcend all races, colors and creeds. More importantly, it crosses all professions. By analogy, think of us as the SWAT (caregiving) team. We break into your life and scare you. It’s a well known fact that those individuals who are most often sued in healthcare are those with the weakest interpersonal skills and worst “bedside manner.” They are often mean, curt or simply uncaring in their attitude and responses. Or else they make sure that they just don’t communicate at all with the family or patient.

Not so many years ago, I was taken to task by a group of physicians who were upset because I had written an article about those docs “who make rounds before the families are present and the patient is awake.” The good docs were indignant — and in some cases rightfully so — because they were communicators, but the “bullies” that I targeted, who were notpatient centered, came at me from all directions: letters, phone calls, and attempts to have me censured by my hospital’s board. It really reminded me of the often-paraphrased Shakespearean line, “methinks he doth protest too much.” If they were truly “caregivers,” and not technical health scientists, they would want to communicate with the patients and their families, to answer their questions, to help them understand what is happening (or about to happen) to them, and they would be sensitive so as to ensure that the fears being expressed by those involved were ameliorated about as well as could be expected under the circumstances.

If the SWAT team can kick in your door, throw in flash grenades, tie your hands behind your back, and arrest you, but take the time to heat the baby’s milk and explain to everyone involved what exactly is going on and what to expect, there will be a marked difference in response from those who are being impacted by their work. A hospital does not attain 98 or 99% patient satisfaction scores by ignoring patients and their families, treating the employees and administrators like they are minions and ignoring the kindness and respect that should be part of their jobs.

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F. Nicholas “Nick” Jacobs, FACHE, is the international director for SunStone Consulting, LLC. In that capacity he provides transformative, strategic solutions to companies, organizations and individuals. He has more than 20 years experience in hospital management, with an acknowledged reputation for innovation and consumer-centered leadership.
Throughout his career, Mr. Jacobs has developed a reputation for innovative leadership that focuses on effective delivery of service that puts the patient’s needs and concerns first. He speaks extensively on this topic and has spoken for the American College of Healthcare Executives, American Hospital Association, and the World Health Organization numerous times.